Sanlam not taking us seriously

I have a policy with sanlam of which there's an annual increase in premiums. In 2019 the premium increased I did not have a problem, November 2020 an increase happened again, then I called in to request that for 2020 I can skip the increase. I was asked to write an e-mail, which I did , I also received a confirmation of my request. I expected a December deduction which it never happened. I called to enquire I was told that my policy has a credit balance that is why they did not deduct. January no deduction, I called, same explanation as last month, February just before the deduction date me again calling to check the status of my policy, I was told that they will deduct R112 to put my policy up to date, which they did on the 22/02/2021, So i'm expecting that on the 20/03/2021 my normal premium will go off my account. On the 18/03/2021 I received an e-mail ''The debit order deduction for 23 March 2021 has already been sent to your bank for an amount of R3 080.00, for December 2020, January, February and March 2021. The monthly payment is R 840.00.'' I called in to understand the statement, I was told that the department will call me within 48hrs because they are still investigating. They never called even after I made some attempts to call. I then received a call on the 25/03/2021 they told me that I must take it as a skip payment & start paying from March. The call got cut off, they never came back to me again

How can it be a skip payment that I did not ask for? I took initiative to call in & check my policy which I was told it has a credit balance! I want my up to date policy with all the premiums paid because I had money in my account to cater for those premiums for their respective months. I don't how they work but someone did not do their work & its not my fault. Sanlam need to take us serious, As of now I don't know what is going on with that policy.